Application Support Technician ; SDP & OS

Position: Application Support Technician I (SDP & OS)
** Who You Are: (Job Summary)*
* ** The Application Support Engineer 1 - SDP & QTS OS is responsible for providing*
* ** tiered application support for Service Delivery Platform (SDP) and QTS OS, ensuring reliable, secure, and efficient service for all QTS*
* ** employees and customers. This role serves as a critical bridge between end users, Operations Support Center (OSC), Product, Engineering, and Site/Facilities Operations to resolve incidents, manage requests, and continuously improve platform stability and user experience.*
* ** The role supports both internal enterprise users and external customers, handling break/fix, incident management, monitoring, escalation, and knowledge management across SDP and QTS OS environments.*
* *
* What You Will Do:

(Job Responsibilities)*
* · Provide Tier 2 application support for  
** SDP
* * and  
** QTS OS** , supporting employees and customers across global regions.

· Troubleshoot application issues, including access, workflow failures, data visibility, alarms, and integrations.

· Own incidents from intake through resolution, ensuring timely communication and adherence to SLAs.

· Partner closely with the  
** Operations Support Center (OSC)
** to triage, escalate, and resolve production issues in a 24x7 operational environment

· Support SDP capabilities including identity and access management, requests, remote hands, visitor reservations, shipping notices, and reporting features.

· Support QTS OS functionality including work orders, incidents, change management, telemetry, alarms, and system visibility.

· Assist employees and customers with platform navigation, usage questions, and functional troubleshooting.

· Act as a trusted point of contact for application‑related questions from Facilities, Operations, Technology, and Customer teams.

· Monitor application health, alerts, and system performance for SDP and QTS OS.

· Identify recurring issues, trends, and root causes; recommend preventative actions and long‑term fixes.

· Partner with Product and Engineering teams to test fixes, validate releases, and support deployments across UAT and Production environments.

· Develop and maintain runbooks, KB articles, and support documentation for SDP and QTS OS.

· Document incident resolutions, known errors, and operational procedures to improve support efficiency and reduce repeat incidents.

· Contribute to training materials and enablement content for employees and customers.

· Work closely with  
** Product Management, Engineering, Fac Ops, Change Management, Site Reliability Engineering, and Security
** teams.

· Support change management activities, including maintenance windows, upgrades, and customer communications.

· Provide feedback to product teams based on user experience and support insights.

· Other duties as assigned.

** Nice to Have: (Preferred Qualifications, Education, Experience, Certifications)*
* · Experience supporting  
** SDP** ,  
** QTS OS** , DCIM, facilities, or operations‑centric platforms.

· Familiarity with cloud‑based platforms, monitoring/alerting tools, and mobile applications.

· Experience collaborating with product and engineering teams on incident resolution and releases.

· Knowledge of identity and access management concepts.

· Experience supporting enterprise or colocation customers.

· One or more years of experience working in a data center environment or other relevant critical process environment.

** Other Key

Skills:

(KSAs)*
* · Exhibit excellent interpersonal skills with all levels of the organization.

· Use organizational skills to determine prioritization and appropriate multitasking.

· Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses.

· Perform necessary and timely follow-up, escalating appropriately if necessary.

· Excellent writing skills for generating clear, concise release notes and documentation.

· Strong analytical capabilities coupled with business acumen needed to proactively solve problems facing the organization.

· Ability to work independently, with supervision, on a project of varying complexity.

· Actively invests in growing yourself and others…